Total Quality Management

- Shalem

Points covered:
What is TQM
History of TQM
Total Quality Management (TQM)
TQM Compared to ISO 9001
TQM as a Foundation
Ten Steps to Total Quality Management
(TQM)
Points covered.
Principles of TQM
Processes must be Managed and Improved
Key to Quality
Planning a Change
TQM Process Improvement and Problem
Solving Sequence
Conclusion
Application of TQM in Medical Imaging
Department

T Q M ??
T Total
Q Quality
M Management
T
Total
Made up of whole

(Involving entire organization, supply
chain, life cycle)

Q
Quality
Degree of Excellence a product
or service provided



M
Management
act, art or manner of planning,
organizing, staffing, directing co-
ordination, reporting & budgeting



In short..
TQM
is the art of managing
the whole to achieve
excellence
Why T Q M?
Evolution of TQM
- During 1980 82
- Some companies lost remarkable share

Reason:
Attention towards quality was not up to the
mark, to combat the competition..
Hence
Need for quality.
Quality of what???
Quality of ?
1. Quality of returns to satisfy the
needs of the shareholders
Quality of ?
2. Quality of products and services to
satisfy some specific needs of the
consumer
Quality of ?
3. Quality of life
at work and outside work -
to satisfy the needs of the people in
the organization.
What does TQM mean?
Total Quality Management means that the
organization's culture is defined by and
supports the constant attainment of customer
satisfaction through an integrated system of
tools, techniques, and training.
This involves the continuous improvement
of organizational processes, resulting in
high quality products and services.

As defined by ISO.
TQM is a management approach for an
organization, centered on quality, based on
the participation of all its members and
aiming at long-term success through
customer satisfaction, and benefits to all
members of the organization and to society."
In short TQM is
TQM is leading and facilitating all managers
& all contributors - two main objectives:


1) Total client satisfaction through quality products
and services; and

2) Continuous improvements to processes,
systems, people, suppliers, partners, products, and
services.
Steps to TQM?
Pursue New Strategic Thinking
Know your Customers
Set True Customer Requirements
Concentrate on Prevention, Not Correction
Reduce Chronic Waste

Steps to TQM
Pursue a Continuous Improvement Strategy
Use Structured Methodology for Process
Improvement
Reduce Variation
Use a Balanced Approach
Apply to All Functions

Basic principles or tenets of TQM?
Quality can and must be managed.
Everyone has a customer and is a supplier.
Processes, not people are the problem.
Every employee is responsible for quality.
Problems must be prevented, not just fixed.
Quality must be measured.
Basic principles
Quality improvements must be continuous.
The quality standard is defect free.
Goals are based on requirements, not
negotiated.
Life cycle costs, not front end costs.
Management must be involved and lead.
Plan and organize for quality improvement.

Objective of TQM?
Continuous
Improvement
Total Quality Management
The TQM System
The TQM System
Customer
Focus
Process
Improvement
Total
Involvement
Leadership
Education and Training Supportive structure
Communications Reward and recognition
Measurement
Continuous
Improvement
Objective
Principles
Elements
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